United States
Roku
The Solutions Team Inc
IT Support Engineer I
United States
Jackson, Mississippi, United States
Description
Position Overview
The IT Support Engineer I is an entry-level technical role responsible for serving as the first point of contact for client end users. This position focuses on ticket triage, Level 1 troubleshooting, and timely resolution or escalation of issues while maintaining professional communication and accurate documentation.
Key Responsibilities & Daily Tasks
- Monitor and respond to incoming service tickets within SLA guidelines
- Provide remote support via phone, email, and remote access tools
- Perform Level 1 troubleshooting for Windows, macOS, and Microsoft 365
- Manage user accounts and basic Active Directory tasks
- Perform basic networking troubleshooting (DNS, DHCP, VPN, Wi-Fi)
- Document all work clearly and professionally
- Escalate issues to Level II Engineers when appropriate
- Assist with onboarding and offboarding tasks
- Participate in on-call rotation as assigned
Requirements
Required Skills & Qualifications
- 1–3 years of help desk or desktop support experience (MSP preferred)
- Strong working knowledge of Windows and Microsoft 365
- Foundational networking knowledge
- Strong communication and customer service skills
Preferred Qualifications
- CompTIA or Microsoft certifications
- Experience with ConnectWise, N-able, BeyondTrust, Huntress
- Basic PowerShell knowledge
- macOS/iOS support experience
Benefits & Perks
- Paid Time Off (PTO) and company-observed paid holidays
- Health insurance options for eligible employees
- CrewHu employee recognition and rewards program
- $50 monthly cell phone stipend
- Company-provided equipment and tools
- Ongoing training and professional development opportunities
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